How to transfer support request tickets inside and outside of the portal (TeamDynamix, TDNext)

Select Wayne State employees have access to TDNext, the technician interface for the Wayne State Service Portal or TeamDynamix. All service providers (C&IT, HR, IRDA, etc.) operate in separate applications within the interface, but technicians can transfer tickets between those applications or even to other campus service providers outside of the system.

How to transfer a ticket within TeamDynamix

  1. Open the ticket you want to transfer.
  2. Click Actions and then click Move to Application.


     
  3. Select the application you want to transfer the ticket to (glossary below). You will see a warning message (below). This is normal and is only designed to make sure you fully understand what exactly will change when the ticket is moved.


     
  4. Add a comment explaining the transfer.
  5. Change the Status field to Open. Make sure that you do not change the automatically assigned Responsibility Group unless the receiving group or individual instructs you to do so.
  6. Click Move and then click OK.

Service provider glossary

Use the table below to identify Wayne State school, college and division service provider and/or Application names in TDNext.

School, college, division name

TDNext Application 

Computing & Information Technology (C&IT)

 C&IT

Student Services (Undergraduate Admissions, Office of the Registrar, Warrior One Stop, Orientation, Office of the Bursar, Student Accounts Receivable)

Case

Institutional Research and Data Analytics (IRDA)

R and Data Analytics

Medical Examiners Office (MEO)

MEO

Human Resources Analytics and Reporting (HRAR)

Human Resources                                      

 University Communications and Marketing (UCAM) digital accessibility

Digital Accessibility

How to transfer a ticket outside TeamDynamix

Follow the steps below to transfer a ticket to a campus service provider that does not use TeamDynamix. When you do this, TeamDynamix sends an email to both the requester and the new group and/or person responsible for the request. Be sure to include detailed information so the requester understands who to contact for future updates. This process is commonly called facilitate.

  1. Open the ticket.
  2. Click Actions and then click Update.
  3. Change the ticket status to Resolved or Closed.
  4. Add a comment for the requester and the new owner.
    • Explain why the request is leaving TeamDynamix.
    • You may create or use a template response if available.
  5. Confirm that the requester appears in the Notify field.
  6. Add the email address for the new group or person.
    • Use Notify Other People if the recipient is a Wayne State employee.
    • Use Other Email Addresses for department or shared group email addresses.
  7. Click Save.

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